We've been attempting to run a metric on how many tickets are closed/resolved by each of our service desk agents. Our current query for this is:
project = "SER" AND (resolution = done or resolution = Incomplete) AND resolution changed BY <agent>
This however doesnt seem to yield accurate results and agents are reporting that issues they close are not being picked up for unknown reasons.
Can anyone recommend a better query for this?
Why not simply use a dashboard gadget. For example using the 2D gadget you could show status (x-axis) by assignee (y-axis). Just use the SER project as the filter. This would give you a running view of issues assigned to agent. Of course this assumes that the Assignee is the on marking as ‘done’. But you could address this if that is a concern by using a post function to set the Assignee to be the person triggering the closure.
Hi Atlassian Community! This is Teresa from the Atlassian team. My colleague Paul Buffington @Buff and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to At...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event